Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a monthly membership for spa services. I was charged $94.24 on the first of each month. I was a very loyal customer up until I gave birth on *********************. I was unable to use my credit for the month of August due to taking care of a newborn and his older sister. I called the business and they reassured me that my credit will remain on my account and they put my membership on hold until October 1 I was charged again. I contacted the business again who reassured me my credits would remain on my account. I am in the military and have no family support and my baby was on the waitlist for daycare. A spot finally opened up for him so I was able to finally make an appointment. After my appointment was finished I was notified that my credits were no longer on my account. I contacted the business attempting to resolve the issue as I still wanted to continue to be a customer however I did not receive a *********** this point I would like a refund.

  Business response

  10/18/2024

  Dear Customer,

  I hope this message finds you well. We recently received a copy of your complaint forwarded to us by the Better Business Bureau (BBB), and I want to take this opportunity to address your concerns directly.

  
  We understand your frustration regarding the use of your unused monthly credit following the freeze of your membership during your pregnancy. After reviewing your account and the situation, we acknowledge there was some confusion surrounding our membership policy, which includes a $10 per month, per treatment rollover fee for unused credits. In your case, applying this fee over the course of the year would have resulted in costs that exceed the retail value of the service, which we understand could be frustrating.

  
  Please know that we truly value you as a customer, and in recognition of your continued loyalty, we would like to resolve this matter amicably. As a gesture of goodwill, we have decided to process a refund for the unused credit on your account. We hope this reflects our commitment to ensuring your satisfaction and resolving the matter in a fair manner.
  If you have any further questions or would like to discuss this issue in more detail, please dont hesitate to reach out. We appreciate your understanding and look forward to welcoming you back to our spa soon.

  Be well,

  Spa U'ilani Management

  Customer response

  10/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am still awaiting the refund which I still have not received yet.

  Thank you.

  Sincerely,
  
  **** Lan

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩